Senior Customer Success Manager (Remote)

Job Description

Key Responsibilities

• Serve as one of the primary points of contact for assigned clients
• Conduct regular client check-ins to gather feedback and assess engagement health
• Monitor client satisfaction and identify areas for improvement proactively
• Coordinate with recruitment, operations, and leadership teams regarding client concerns or staffing updates
• Track employee performance feedback and escalate concerns when needed
• Help ensure timely resolution of operational or service-related issues
• Maintain client records, meeting notes, and engagement updates in internal trackers or CRM systems
• Prepare simple reports on client feedback, retention risks, and engagement status
• Support onboarding coordination for new clients and newly hired team members
• Assist leadership in improving internal processes and customer experience initiatives
• Follow up on pending action items and ensure commitments to clients are completed on time
• Monitor overall engagement health including communication responsiveness, staffing stability, and client sentiment

Preferred Qualifications

• Experience in customer service, account management, operations, or client success
• Strong communication and relationship-building skills
• Organized and detail-oriented with good follow-through
• Comfortable handling client-facing conversations professionally
• Familiarity with Google Workspace, Microsoft Office, or CRM tools
• Experience in outsourcing, staffing, or BPO environment is a plus

Nice to Have

• Experience handling US-based clients
• Familiarity with project coordination or operations support
• Ability to prepare simple reports and presentations
• Experience gathering customer satisfaction feedback or conducting surveys